Contact Center Analytics SLA Dashboard Discrepancy
Symptom
How is the SLA% calculated?
Applies To
- Contact Center Analytics
Resolution
The exact formula for SLA % differs slightly depending on media type:
Offline media type (Email, Voicemail):
Accepted in SLA / (Accepted + Dropped + Diverted + (Ongoing > SLA Threshold))
Online media type (Inbound/Outbound, Chat):
Accepted in SLA / (Accepted + Abandoned + Diverted + (Ongoing > SLA Threshold) - Short Abandon)